Technical Support 2

First Tactical•Pompano Beach, FL

About The Position

This role involves providing comprehensive technical support for PC systems, peripherals, switches, and routers. The position requires configuring, installing, and troubleshooting hardware and software, applying knowledge of networking and cybersecurity, and delivering end-user support through various channels. Responsibilities include training, repairs, preventative maintenance, and managing support tickets. The role also involves assisting with network projects, developing a deep understanding of company products, and adhering to internal procedures. Emergency support during weekends or after hours may be required, along with maintaining professionalism and adhering to safety and quality standards. Accurate inventory management and updating helpdesk applications are also key duties. The role requires aligning IT support with corporate goals and training junior IT Support Specialists, as well as resolving escalated helpdesk tickets.

Requirements

Bachelor of Science in Information Technology (BS), Computer Science, or a related field; equivalent formal training or certifications may be considered.
Minimum of three (3) years of hands-on experience in the Information Technology (IT) industry.
Experience with configuring, installing, and troubleshooting PC systems, peripherals, switches, and routers.
Familiarity with helpdesk operations, ticketing systems, and remote support tools.
Working knowledge of network infrastructure, cybersecurity principles, and system administration.
Experience supporting end users in a technical environment, including training and preventative maintenance.
Must be a U.S. person (U.S. citizen or lawful permanent resident) to comply with federal contracting regulations. Must be a US person as defined by ITAR.
Fluent in English, with the ability to speak, read, and write at a professional level.

Nice To Haves

Exposure to Controlled Unclassified Information (CUI) handling and compliance is preferred.
Certifications such as CompTIA A+, Network+, Security+, or Cisco CCNA are highly desirable.
Experience working in a customer-facing technical support role with strong communication and problem-solving skills.
Ability to work independently and collaboratively in a fast-paced, service-oriented environment.

Responsibilities

Configures, installs, and troubleshoots PC systems and peripherals.
Configures, installs, and troubleshoots switches and routers.
Applies general knowledge of networking and cybersecurity principles.
Provides helpdesk and technical support via online platforms, email, and phone.
Delivers training, performs repairs, and conducts preventative maintenance.
Ensures high-quality end user support across equipment, software, communications, and training.
Configures and tests of customer-purchased equipment prior to shipment.
Creates and manages support tickets in the helpdesk system.
Assists the Systems and Network Manager with network and communication projects.
Develops a strong understanding of company products, equipment, and customer requirements.
Adheres to internal procedures and recommends improvements when necessary.
Provides emergency technical support during weekends or after hours when scheduled.
Maintains professionalism in all customer interactions.
Works in accordance with company safety and quality standards.
Maintains a safe and clean work environment.
Performs other related duties as assigned.
Maintains accurate hardware and software inventory records.
Updates and manages helpdesk applications to build a support activity database.
Understands company operations and ensures IT support aligns with corporate goals.
Trains and assists IT Support Specialists.
Resolves helpdesk tickets escalated from Technical Support Level 1.
Follows internal IT procedures and suggests improvements as needed.